Contact Centre

Claims Handler - Legal Expenses

Location: Central Bristol
Posted: 08/04/2021

Salary: £20,000 - £22,000
Job Type: Permanent

Do you have insurance or financial services experience? Do you have a passion for going the extra mile for your customers? My clie...Read more


Do you have insurance or financial services experience?

Do you have a passion for going the extra mile for your customers?

My client is a market leading provider of legal expenses insurance that has enjoyed rapid growth in recent years.  They are currently looking for several Claims Handlers to join their vibrant claims team at their office in Bristol City Centre.  As a Claims Handler, you will manage a diverse range of claims, from commercial and personal contract disputes through to employment, medical negligence or motor claims.

In return for this, you will receive fantastic training and ongoing support, a great salary and benefits, and the opportunity for ongoing development and progression.  Oh, and you’ll also get to work Monday to Friday 9.00 a.m. – 5.00 p.m. – no evenings or weekends here!

Daily duties and responsibilities of the Claims Handler to include;

  • Dealing with legal expenses claims on behalf of multiple insurers and brokers
  • Implementing the claims strategy and managing a claims workload
  • Assessing policies in detail to establish the level of cover in place
  • Reviewing complex claims
  • Making decisions and settling claims fairly and reasonably for customers and the business
  • Delegating claims to a panel of inhouse and external solicitors
  • Managing the customer experience and providing updates throughout the claim lifecycle
  • Answering a high volume of calls and making calls to assist with ongoing case management
  • Supporting workflow for the team
  • Working to ensure internal and external service levels are met

Due to the nature of this Claims Handler role, experience of delivering excellent customer service in a fast-paced insurance or financial services environment is required.  This is alongside a calm and patient yet resilient manner, which is required when dealing with challenging and emotional claims.

Due to ongoing restrictions the position will be training and work from home with a phased return to the office when appropriate and the likelihood of flexible working between both thereafter. 

If you think this varied role sounds like your cup of tea, then we would love to hear from you.  Interviews taking place now to start in late May/early June!

 

Contact Centre

Commercial Insurance Underwriter

Location: Central Bristol
Posted: 08/04/2021

Salary: £24,000 - £35,000
Job Type: Permanent

Are you looking for the opportunity to further your career in commercial underwriting? Do you want to work for an award-winning fi...Read more


Are you looking for the opportunity to further your career in commercial underwriting?

Do you want to work for an award-winning financial services provider that prides itself on its customer service excellence?

Our client has a number of exciting opportunities for experienced and enthusiastic Commercial Underwriters to join the team at their Regional Service Centre in Bristol. 

Duties and Responsibilities

As a Commercial Underwriter you will be responsible for building and maintaining productive relationships with a network of agents, delivering first class technical support and assistance on new business, renewals and mid-term adjustments.  You will be working on customer’s commercial insurance policies across a variety of business classes.  Depending on your experience, you may work as one of the more senior members of team, dealing with more complex cases as well as supporting and coaching other Commercial Underwriters.

Salary and Benefits

In addition to job satisfaction and variety, the Commercial Underwriter role offers a competitive salary and office working hours – no evening or weekend working required here!  There is also the opportunity for ongoing career development through progression and gaining recognised insurance qualifications (they will even give you a bonus when you pass them)!  This is alongside an attractive benefits packages, including, 25 days holiday, annual company performance-related bonus, contributory pension scheme, and discounts on their insurance products.

Skills and Experience

Due to the nature of the Commercial Underwriter role, significant commercial underwriting experience in two or more of the following business classes is required – commercial package and combined, property and casualty, fleet, and/or agricultural and farming.  You should be a customer-oriented and detail-focused professional, a strong team player and someone who strives to achieve high-quality standards and output, even when challenged and working under pressure.
If this sounds like you and you would like more details, then please contact me ASAP as interviews are taking place now!

Covid-19 – Please note, all interviews and inductions will be conducted remotely with phased returns to the Regional Service Centre in line with government guidelines. 

Contact Centre

Credit Control Team Leader

Location: North Bristol
Posted: 08/04/2021

Salary: £28,000
Job Type: Permanent

Are you an experienced Team Leader with a passion for customer service? Do you have previous experience within Credit Control at A...Read more


Are you an experienced Team Leader with a passion for customer service?

Do you have previous experience within Credit Control at Advisor, Senior Advisor or indeed Team Leader level?

Our client is looking to recruit an experienced Team Leader to drive the performance of a Credit Control/Collections team.  Leading from the front, the successful Team Leader coach and motivate their team in tailoring payment solutions for both vulnerable customers and SME businesses.

In return for this Credit Control Team Leader position, our client is offering a competitive salary, excellent benefits, and weekday shifts, all while working in a state-of-the-art office with onsite parking.

Daily duties and responsibilities:

  • Leading a team to achieve all individual, team and business KPIs – managing day to day resourcing and workflow management
  • Ensuring a consistent high level of quality service standards are provided to internal and external customers
  • Providing feedback and coaching to ensure individual competency and team performance – reviewing performance targets, outputs and behaviours
  • Completing monthly performance reviews and implementing performance development plans as needed
  • Ensuring all HR policies and procedures are consistently adhered to – completing supporting documentation and utilising formal processes
  • Training and succession planning to develop, engage and retain competent team members
  • Providing operational and subject matter guidance for all team processes
  • Collaborating with other operational teams to reduce handoffs and costs and improve customer satisfaction
  • Identifying, proposing and implementing business improvements, and supporting strategic change initiatives through to completion
  • Reporting on team metrics daily, weekly and monthly

Skills and experience required:

  • Previous Team Leader experience is essential
  • Credit Control experience at Advisor or Senior Advisor level would be preferred
  • Relevant Financial Services experience in the areas of Lending, Collections or Debt Recovery will also be considered
  • Outstanding people and communication skills  

If you are keen to hear more or apply for this Team Leader position, then please get in contact ASAP. 

Please note, that this Team Leader role will be based in the office not at home, and all necessary Covid-19 measures have been put in place to ensure your safety.

Contact Centre

Customer Service Advisor

Location: East Bristol
Posted: 08/04/2021

Salary: £20,500
Job Type: Contract/Temp

Do you excel in treating customers fairly and putting them at the forefront of everything you do? Do you enjoy working with busine...Read more


Do you excel in treating customers fairly and putting them at the forefront of everything you do?

Do you enjoy working with business partners on a daily basis and ensuring outstanding service levels are achieved?

Our client is looking to recruit several new Customer Service Advisor as their department grows due to ongoing success. Our client prides themselves on offering tailored solutions to meet their individual customer’s needs, working with that customer to reach a common goal.

In return for this Customer Service Advisor position, our client is offering a competitive salary, excellent benefits, and weekday shifts between 8.00 a.m. – 6.00 p.m., all while working in a state-of-the-art office with onsite parking. 

Daily duties and responsibilities:

  • Managing high volumes of incoming telephone and email communication on behalf of 3rd parties, showing initiative in resolving queries with a focus on quality of service and resolution. 
  • Liaising with internal and external departments to gather relevant information to best deal with the customers enquiry.
  • Developing and maintaining a comprehensive knowledge of finance products.
  • Proactively looking for opportunities to improve service delivery and customer satisfaction and making suggestions as appropriate, ensuring line manager is fully informed of any issues which may impact the business.
  • Understanding customer’s multiple business channels and business processes/systems ensuring their requirements are responded to within specified service level.

 

Skills and experience required:

  • Previous experience in a telephone-based position
  • Strong customer service experience
  • Outstanding telephone manner with the ability to influence others
  • Fantastic communication skills – written, verbal, reporting and presenting
  • Excellent time management, planning, organisational and delegation skills

If you are keen to hear more or apply for this customer service position, then please get in contact ASAP.  Our client is looking to start interviewing next week for successful people to start ASAP! 

Please note, that the successful Customer Service Advisor will be based in the office not at home, and all necessary Covid-19 measures have been put in place to ensure your safety.

Contact Centre

Customer Account Manager

Location: North Bristol
Posted: 06/04/2021

Salary: 33900
Job Type: Permanent

Our client based in North Bristol is looking to recruit a Senior Customer Service Representative to join their friendly and busy t...Read more


Our client based in North Bristol is looking to recruit a Senior Customer Service Representative to join their friendly and busy team on a 9- 12-month fixed term contract. Passionate about delivering a one-call resolution to their customers, their primary focus is to put the customer at the forefront of everything they do. The role will require you to successfully manage complex and unplanned events and provide outstanding case management. This is while being rewarded with a market-leading salary and benefits package.

The hours for this 9–12-month fixed term contract Senior Customer Service Representative are 35 hours a week Monday – Friday 8.00 a.m. – 4.00 p.m. or 9.00 a.m. – 5.00 p.m. or 10.00 a.m. – 6.00 p.m.

Daily responsibilities of the Senior Customer Service Representative will include:

  • Managing customers through their journey and ensuring that excellent customer service is given at all times
  • Liaising with internal departments and third parties on a daily basis to help the customers through their journey
  • Dealing with escalated situations and complaints in a pro-active and professional manner whilst providing a “one-stop shop solution” for customers
  • Liaising heavily with customers on a daily basis to update them on the progress of their application and making decisions with customers with cost-effective solutions
  • Negotiating with suppliers and third parties to overcome situations and enhance customer applications
  • Successfully manage multiple cases at any one time
  • Compiling correspondence to customers via email and letter to confirm actions and/or changes that have been agreed
  • Assisting customers with the online support system and guiding them through steps they might not understand
  • Acting as the primary point of contact for the customer from initial application to delivery of their product
  • Maintaining and updating the in-house database of all the customer's details
    Working to and exceeding departmental SLAs and KPIs

This is an exceptional opportunity for an experienced Senior Customer Service Representative who is looking to join a company that is a brand leader and employer of choice in their industry. Due to the nature of this position, it is essential that the successful candidate has previous customer resolution experience and experience of case management.

If you are interested in this role or would like more details, then please get in contact ASAP to discuss. Please note that in light of the current Covid-19 lockdown, the interview and onboarding process will be virtual. The position will be based remotely, however as the lockdown eases the position will move to an office and homeworking blended solution. Due to this, it is essential that you can commute to Bristol for work on a daily basis.

 

Contact Centre

Compliance Officer

Location: East Bristol
Posted: 06/04/2021

Job Type: Permanent

Are you experienced in Compliance and/or Audit? Do you have strong knowledge of the FCA Handbook? Our client, a leading vehicle le...Read more


Are you experienced in Compliance and/or Audit?

Do you have strong knowledge of the FCA Handbook?

Our client, a leading vehicle leasing provider, is looking for an experienced Compliance Officer to monitor the business (and its products and services) to ensure they comply with FCA regulations.  Working as part of the Compliance Team, the Compliance Officer will be tasked with performing internal and external compliance monitoring; introducing a robust business continuity programme; ensuring that consumer documentation is compliant with law and regulation; and that anti-bribery policies are implemented.

In return, our client is offering a competitive salary and excellent benefits, all while working in a state-of-the-art office with onsite parking.

What you will be doing

  • Providing regulatory support to the business through effective monitoring and analysis of operational functions against FCA and CCA/CCD rules and regulations
  • Supporting the business through future regulatory change, lending assistance and guidance where required
  • Working with peers and colleagues throughout the business to recommend actions to drive continual improvements
  • Monitoring, reviewing, and following up the implementation of compliance recommendations
  • Managing, developing, and continuously reviewing the compliance risk universe
  • Producing monthly quality reports following monitoring activity for senior management
  • Contributing to the creation and maintenance of the annual compliance monitoring plan
  • Providing compliance training to the first line of defence 
  • Assisting with the coordination and submission of FCA Gabriel reporting

What you need to have

As part of our client’s continued program of improvement, they are looking for someone with previous Compliance and/or Audit experience working within a regulated environment, with a solid and thorough understanding of the FCA Handbook.  Considering the nature of the role they would consider a compliance qualification favorably and/or will support someone looking to further their knowledge through professional study. 

If you are interested in learning more about this Compliance Officer role, then please apply or get in contact for further details. 

Contact Centre

Customer Service Advisor

Location: North Bristol
Posted: 06/04/2021

Salary: 0
Job Type: Permanent

Are you passionate about customer service? Do you enjoy providing a premium level of customer service to each and every customer? ...Read more


Are you passionate about customer service? Do you enjoy providing a premium level of customer service to each and every customer? Would you like to join a global leader in their industry as a Customer Service Advisor?

 

My client, based in Aztec West, is looking for a Customer Service Advisor to join their team.

Your daily duties will include:

 

  • Delivering a world class service by answering customer calls and placing orders accurately and promptly, whilst adding value through knowledge and ability where advice and solutions are required
  • Taking control and guiding the customer through the order process to ensure accurate order placement
  • Manage out of stock situations by offering alternative products
  • Offer solutions to customers based on product / application enquiry’s
  • Manage inbound enquiry’s using appropriate questioning
  • All associated administration duties

 

You will be an excellent team player, hardworking, enthusiastic and willing to learn new skills whilst wanting to progress your career.

 

Working hours: Monday to Friday, either 8.30am - 5pm, 9.00am - 5.30pm or 9:35am – 6:05pm

Salary: £18750 - £20950 DOE

 

  • 33 days holiday, inclusive of bank holidays
  • Free onsite car parking
  • Christmas period off
  • Intensive training
  • Excellent incentives – such as a summer BBQ (including a free bar and food)!
  • Pension contribution
  • Private health care

 

Please apply today if interested as interviews are taking place ASAP

Contact Centre

Sales Advisor

Location: North Bristol
Posted: 06/04/2021

Job Type: Permanent

Do you want to work for a rapidly growing and innovative business? Are you looking for a rewarding career in sales? Our client has...Read more


Do you want to work for a rapidly growing and innovative business?

Are you looking for a rewarding career in sales?

Our client has a real buzz about them. They may be new to Bristol, but they are making lots of noise and are getting noticed – for all the right reasons! They are enjoying early success, working hard to deliver results, and smashing targets left, right and centre. And now they are looking for Sales Advisors to join their growing team. 

The Job

As a Sales Advisor, you will enjoy contacting lots of potential customers about a range of insurance products – customers who have seen their cleverly targeted video adverts while browsing on social media and shown an interest. So, they will know who you are and if they have a need, then they will want to speak to you.

Following market leading training, you will be equipped with the essential knowledge to confidently advise and tailor the products to suit each customer’s individual requirements. From this, you will generate quotes and convert sales – sales that will be rewarded in a bonus that could see you double your salary, which is already very generous!

The Perks

As a Sales Advisor, you will receive lots of amazing perks:

  • Did we already mention the fabulous salary and bonus?!
  • Work in a brand new shiny office in Aztec West with onsite parking – phew say the drivers!
  • Monday to Friday office hours, one late shift a week (never on a Friday – well hello beer/wine/gin o’clock!), and only one Saturday morning a month
  • Monthly and quarterly incentives
  • Development opportunities and supporting qualifications
  • Christmas party abroad – yes please!
  • And many more…
     

The Person

While the role of Sales Advisor is telephone-based, please do not be put off applying if you are not sure you have the experience assumed to be necessary.  If you love selling and working to targets, are confident and driven, and enjoy talking to people then please get in touch – assessment centres are taking place throughout April to start in mid-May!

Contact Centre

Department Operations Manager - Underwriting

Location: Central Bristol
Posted: 05/04/2021

Salary: £50,000 - £60,000
Job Type: Permanent

Are you an enthusiastic and experienced Operations Manager looking for a new challenge? Do you want to work for an award-winning f...Read more


Are you an enthusiastic and experienced Operations Manager looking for a new challenge?

Do you want to work for an award-winning financial services provider that prides itself on its customer service excellence?

Our client, based in the City Centre, is looking for an enthusiastic and experienced Operations Manager to lead and support a Personal Insurance Lines Underwriting Department.  You will be responsible for reviewing and managing the Department’s performance on key measures whilst generating plans that support SLA improvements, the management of high call volumes and service delivery.  Employee engagement and wellbeing will be a big focus for this role too. 

In return, there is a market leading salary and very attractive benefits package on offer, including up to 25% annual bonus, 28 days holiday plus bank holidays and many more.

Daily duties of the Operations Manager to include;

  • Managing 4 team manager direct reports and up to 50 indirect telephony/web chat personal lines underwriters
  • Implementing people management practices, including succession planning and ways of working
  • Ensuring effective development, attitudes and behaviours to deliver on objectives and a first-class service
  • Building and maintaining effective working relationships internally with other departments and with external suppliers
  • Responding to changes in customer demands and seeking ways to improve operational efficiency
  • Driving a high-performance customer centric culture and maximising contributions to the Department
  • Analysing and reporting on performance and financial data and other management information, ensuring trends, risks, issues and opportunities are identified and managed


Due to the nature of this Operations Manager role, you will need to possess a track record of driving customer-focussed contact centre operations to success.  You will be familiar with leading teams within fast-paced, high-volume and regulatory financial services environments, where delivery on performance and SLAs is of high importance.  This should be alongside an agile, innovative and committed approach to influencing change and driving continuous improvement of performance, quality and efficiency.  CII or ACII qualifications are desirable although not essential. 

Please note, that while this role can be performed remotely in the interim, there will be an expectation to return to the office once current restrictions are lifted. 

If you are interested in this position or would like to hear more details, then please contact me ASAP. 

 

Contact Centre

Customer Sales and Service Representative

Location: East Bristol
Posted: 05/04/2021

Salary: £20,000
Job Type: Permanent

Do you like talking to people on the phone and do you excel in customer service? Do you enjoy working to targets and helping a cus...Read more


Do you like talking to people on the phone and do you excel in customer service?

Do you enjoy working to targets and helping a customer decide what they would like?

Our client is looking to recruit several Customer Sales Advisors to join their team in early April to be able to hit the ground running when they re-open after lockdown.

You will be an essential part of the Customer Sales team and you will be targeted to convert inbound customer enquiries into bookings. You will be the first point of contact for the customer whether that is via the phone, webchat or email so it is essential that you have excellent customer service skills. The Customer sales team have on average 1500 queries a week so there is plenty of opportunities if you enjoy the challenge of a target and beating it!

Daily responsibilities for the Customer Sales Advisor:

·        Dealing with customer enquiries: phone, email and live chat.

·        Converting enquiries into qualified deals lead, reservations, appointments, and referral to the Transaction Team.

·        Logging customer enquiries onto the company’s CRM system

·        Retrieving information from the company website and company stock database

·        Demonstrate comprehensive knowledge and understanding to answers to all customer enquiries at the first point of contact.

·        Using various computer systems and databases to define Service Level Agreements.

·        Strive to exceed individual sales targets. Your input helps the overall success of the sales centre team targets.

 

Due to the nature of the positions, it is essential that you have experience of working in a sales and customer service advisor position previously, ideally in an office-based environment.

In return our client is offering:

·        Excellent basic salary and the opportunity to earn an uncapped bonus.

·        40.5 hours per week over 5 days 8.30 a.m. – 5.30 p.m. or 10.00 a.m. – 7.00 p.m.

·        Monday to Friday and 1 in 2 Saturday (8.30 a.m. – 6.00 p.m.) or Sunday (10.00 a.m. – 5.00 p.m.) and you would get the day off in lieu.

·        Free parking

·        Plus, additional benefits

If you are interested in hearing more details, then please get in touch asap as the client is looking to get the successful candidates started on the 6th of April.

Due to the current situation, interviews and training for these positions will be conducted remotely. However, in the more immediate future, these positions will be based in the office full time. So please only apply if you can work in Bristol long term.

 

Contact Centre

Night Operator - CCTV

Location: North Bristol
Posted: 05/04/2021

Salary: £20,311 - £21,840
Job Type: Permanent

Recently celebrating their 20 th birthday, my successful and growing client, based in North Bristol is now looking for CCTV Operat...Read more


Recently celebrating their 20th birthday, my successful and growing client, based in North Bristol is now looking for CCTV Operators to join their friendly team.

In a newly updated, high spec control room,  you will be joining one of the market-leading NSI Gold approved CCTV Monitoring and Alarm Receiving Centres in the UK, where their people are their greatest asset – read more if you want to become one too!

As a CCTV Operator your day to day duties will include:

  • Monitoring CCTV activity and images
  • Taking incoming telephone calls, liaising with customers, clients and security companies
  • Updating and reporting on clients recorded information
  • Handling and management of alarms
  • Helpdesk support

You will be a great problem solver, with a keen eye for detail, you will have a professional telephone manner, wanting to provide the highest standard of customer service possible. You will have ideally worked within a CCTV monitoring position before and have a valid SIA CCTV License.

Hours and Salary:

The night shift - 8 pm – 8 am working 4 nights on, 4 nights off.

(you are required to complete 4 weeks of daytime training before reverting to night shifts)

Salary breakdown = 

£9.30 per hour during the probation period (£20,311 pa)

£10 per hour for nights (£21,840 pa)

In return you will receive:

  • SIA CCTV qualification (Company Funded)
  • Onsite car parking
  • £50 birthday bonus
  • Access to a wealth of discounts through Perkbox
  • Competitive holiday allowance
  • Living Wage accredited company
  • Nest Pension – 8% total
  • Pizza Fridays (last Friday of the month)
  • Free cinema ticket every month
  • Free coffee from Café Nero every week
  • Bonus for catching criminals
  • Socials
  • Complimentary refreshments like tea, coffee, milk, and bread.

Please apply today to discuss further!

Contact Centre

Alarm Receiving Operator

Location: South Bristol
Posted: 05/04/2021

Salary: £20,650
Job Type: Permanent

We have 2 vacancies with our client in Whitchurch who are looking for Alarm Receiving Operators to join them immediately. You’ll b...Read more


We have 2 vacancies with our client in Whitchurch who are looking for Alarm Receiving Operators to join them immediately.

You’ll be part of a super friendly team who are service driven and always go that extra mile to ensure every customer is happy. The team are based in an alarm receiving centre and handle calls round the clock from business across the country. Calls vary from suspected break ins, fire alarms and general security breaches; it’s the job of the Alarm Receiving Operator to respond correctly.

You’ll need to follow strict protocol to handle each case and will assess the level of risk / damage before taking further action. Each client has an agreed service level and process to follow so you’ll regularly be updating and refreshing your knowledge of these in order to react accordingly.

You’ll need excellent attention to detail, solid experience of working with computers and superb communication skills, both verbal and written. The role will suit a problem solver, someone who can multitask and work swiftly in an ever-changing and occasionally pressured environment.

Additional duties include working with the facilities management team to cover a variety of tasks for your clients.

This is a fantastic opportunity to join an established and reliable organisation with a strong salary and benefits package.

*Applicants MUST be able to commit to the shift patterns on 4 days on / 4 off / 4 nights on / 4 off on a rotation basis with each day shift working from 7am – 7pm and the night shifts working from 7pm through to 7am*

*Applicants must be confident that they will pass a credit check and DBS disclosure*

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